Refund and Returns

Order Cancellation

You may cancel your order before it is shipped (or before production begins for made-to-order items) for a full refund.
If your order has already shipped, it cannot be canceled. You may still request a return after delivery if your request meets the return conditions below.

14-Day Returns (Eligible Cases Only)

We accept returns for eligible orders within 14 days of delivery.

To qualify for a return:

The item must be unused, unopened, and in the same condition as received.
The item must be in its original packaging (including all accessories, inserts, and labels).
You must provide a receipt or proof of purchase (order number is acceptable).
Please do not send items back to the manufacturer.

Returns that are typically eligible include:

You received the wrong item.
The item arrived damaged or defective (please provide photos/video evidence).
The item is missing parts or has a clear quality issue upon arrival.

Non-Returnable / Not Supported Situations

Returns are not accepted for issues outside the merchant’s control, including but not limited to:

Change of mind / preference changes
Improper use, misuse, or failure to follow instructions
Normal wear and tear
Issues caused by logistics factors after delivery (e.g., refused delivery, incorrect address provided by customer)
Environmental factors or storage conditions beyond our control

For hygiene and safety reasons, we generally do not accept returns for items that are opened, used, or tampered with, unless the product is confirmed defective on arrival.

Return Shipping & Fees

No restocking fee will be charged.
Customers will be charged shipping costs at most once for a return process (including return shipping).
If the return is due to our error (wrong item shipped, verified damage/defect), we will provide a return shipping label at no cost.
If the return is due to non-merchant reasons (e.g., personal preference change), return shipping may be paid by the customer or deducted from the refund, depending on the return method provided.

How to Start a Return

To initiate a return, contact us at: support@coofeel.com

Please include:

Order number
Reason for return
Clear photos (and video if needed) showing the issue and packaging condition

If your return is approved:

We will send a return shipping label (when applicable) and return instructions.
The return address will be provided after approval.

Items sent back without prior return authorization will not be accepted.

Refunds (Eligible Cases Only)

Once your returned item is received and inspected, we will email you:

Confirmation of receipt, and
Approval or rejection of your refund

If approved:

Your refund will be processed and automatically issued to your original payment method.
Processing time may vary by payment provider and bank, typically within 5–10 business days (some institutions may take longer).